● Improve service quality to enhance customer retention as per AoP target in assigned region
● Ensure compliance with all PMI SOS requirements in the assigned region, completing them according to iCABs standards and achieving the PMI SOS targets set in the AoP.
● Support branches in resolving complaints as per iCAB CO tickets as per request from BM/DM after understanding the previous actions taken by BM/DM. Thoroughly investigate the issues, resolve and submit CAPA.
● Provide support to branches and customers to ensure successful qualification of third-party audits and FSSAI inspections, based on the updated lists in iCABs.
● Monitor and report deviations in RPCI service SOPs at branches and PMI-audited sites
● Assist branches with the standardization of site documentation for third-party audits, PMI audit report improvement, and site-specific SOPs. Ensure all are aligned with the contract agreement, SoW, and RPCI Service SOPs.
● Oversee complaint handling and CVC performance. Provide support to branches in managing escalated complaints, driving corrective actions, and ensuring the timely submission of RCA and CAPA reports in line with established procedures.
● Conduct Skill assessment for technicians handling Global, NK & Branch-HD & LA assigned
● Conduct surprise visits at NKA & HD accounts as and when required.
● Ensure newly inducted FBs and OEs are trained and skilled for PMI audits
● Deliver agreed SHE Plan targets (LTAR, WDLR); complete scheduled SHE audits
● Assist branches in managing risks in line with Pink Notes
● Promote reduction in toxic pesticide use by offering sustainable solutions
● Track and report stock level deviations against RPCI SOPs and APL
● Conduct PMI audits, PAP, PRA and generate Pest Service Leads through regular site visits
● Monitor and track the closure of Non-conformances identified during PMI audits, ensuring completion within the agreed-upon timeline and alignment with the AOP targets
● Conduct and complete new product and service trials as assigned, and drive service innovation as per approved plans
● Support revenue growth through Pest Awareness Programs, PMI audits, additional service and product recommendation by enhancing overall customer experience
● Service Quality & Customer Retention
● Complaint resolution and CAPA
● PMI SOS, Audit Compliance and 3rd party success
● SHE & Sustainability initiatives
● SOP implementation and standardization of audited site SOPs and documentation
● 100% Route ride with assigned branch operations team handling HD accounts (Branch & NK accounts)
● CRR of assigned accounts as per AoP targets
● Material consumption improvements as per Branch AoP targets of assigned branches
● Revenue Growth Support- PAP, Additional business by PMI audit recommendations, SL, Pest
identification, innovative solutions.